Cancel Healthy Back Institute: The Right Way

How to cancel Healthy Back Institute and stop recurring charges in malaysia

Understanding Healthy Back Institute and why you may want to leave

Healthy Back Institute was a US-based wellness company that sold digital back pain programmes, educational videos, and membership access to pain relief content. If you are a Malaysian user with an active or legacy subscription, you need to know that the company ceased operations on 20 September 2023, which means the service you paid for may no longer be active or available.

The reality for Malaysia users is straightforward: Healthy Back Institute shut down its main operations over a year ago. However, if you are still seeing recurring charges on your bank statement or credit card, you likely have a legacy subscription or a billing arrangement that was never properly cancelled. At Tocancel, we help thousands of consumers in Malaysia recover control of unwanted charges, and we are here to walk you through this process step by step.

What Healthy Back Institute sold

The company marketed access to back pain support programmes through a member portal at myaccount.losethebackpain.com. Users paid for recurring subscriptions to access videos, wellness plans, and members-only content focused on spinal health and pain management. Some subscriptions were billed through the company directly, while others were purchased through the Apple App Store or Google Play Store, which complicates the cancellation route.

The pricing tiers that Healthy Back Institute used included plans at RM47 per week, RM85 per month, RM378 for six months, and RM236 per year. The unusual pricing structure (where the annual plan costs less than the six-month plan) means you should verify exactly which plan you were charged for by checking your bank or card statement.

Why the company closure affects your rights as a malaysian consumer

Under Malaysia's Consumer Protection Act 1999, you have the right to cancel a service and receive a refund if the service is no longer being provided or if you were not given clear terms about the subscription. Because Healthy Back Institute ceased operations, you are entitled to challenge any charges that occurred after the service stopped on 20 September 2023.

This is your legal foundation: if you were charged after the shutdown date, you have a strong case for a refund. Tocancel advises you to gather evidence of those charges and use them to support your refund request to your bank or card issuer.

Your consumer rights when cancelling health and wellness subscriptions in malaysia

Malaysia's Consumer Protection Act 1999 gives you clear rights when dealing with subscriptions, especially for services provided by overseas companies.

What the law says about subscription cancriptions

The Consumer Protection Act 1999 requires that any business collecting recurring payments must:

• Provide clear terms about how to cancel before you subscribe
• Honour your cancellation request within a reasonable timeframe (typically 14 days)
• Refund charges if the service is no longer available or if you cancel within a cooling-off period
• Not hide the cancellation process or charge fees for cancelling

For overseas merchants like Healthy Back Institute, Malaysia's Consumer Protection Act still applies to charges made in Malaysian Ringgit or to Malaysian residents. The enforcement body is the Ministry of Domestic Trade and Cost of Living (MDTCCL), which investigates complaints and can force refunds or penalise businesses that violate these rules.

Your legal position on refunds and chargebacks

If Healthy Back Institute charged you after 20 September 2023 (the closure date) or if you were never able to access the service you paid for, you have the legal right to request a refund. Your bank or card issuer must assist you in disputing the charge. This process is called a chargeback, and it is your safety net when a merchant does not respond.

Tocancel recommends filing a chargeback if Healthy Back Institute does not respond to your cancellation request within 14 days or if the company refuses to refund charges made after the service closed. Your bank will investigate and reverse the charge if it finds in your favour.

How to cancel Healthy Back Institute step by step

Cancelling Healthy Back Institute depends on where you were billed and whether your account portal is still accessible.

Cancel through the Healthy Back member account portal

If you subscribed directly through the company website, your billing is tied to your member account. Follow these steps:

1. Go to myaccount.losethebackpain.com and sign in with your email address and password
   • If you cannot remember your password, click "Forgot Password" and check your email for a reset link
   • If you do not receive a reset email, the account portal may be offline; move to Step 2
2. Once signed in, look for tabs labelled "Account," "Membership," "Billing," or "Manage Subscription"
   • The exact wording may vary, but the cancellation option is usually grouped with these account settings
3. Click on the subscription or billing section and select "Cancel Subscription" or "End Membership"
   • The system may ask you why you are cancelling; you can skip this or state that the service is no longer available
4. Confirm the cancellation and save or screenshot the confirmation page
   • Write down the cancellation date and any reference number shown
   • Take a screenshot of the page showing "Subscription cancelled" or "Active until [date]"
5. Check your email for a cancellation confirmation from Healthy Back Institute or losethebackpain.com within 24 hours
   • If you do not receive an email confirmation, the cancellation may not have gone through

This method is the fastest if the account portal is still online, but be aware that many users have reported difficulty accessing the site after the company closure.

Cancel if you subscribed through apple app store

If you downloaded a Healthy Back Institute app and paid through your Apple ID, you must cancel through the Apple App Store, not through the company website. Follow these steps on your iPhone or iPad:

1. Open the Settings app and tap your name at the top
   • This opens your Apple ID profile
2. Tap "Subscriptions"
   • You will see all active and cancelled subscriptions
3. Find the Healthy Back Institute subscription in the list and tap it
   • Look for names like "Healthy Back Institute," "LoseTheBackPain," or similar branded terms
4. Tap "Cancel Subscription"
   • Apple will show you the cancellation date and your next billing date
5. Confirm the cancellation and take a screenshot showing the status as "Cancelled"
   • The cancellation is immediate, and you will not be charged again

Apple cancellations are processed instantly and you can verify the change in your Subscriptions list immediately.

Cancel if you subscribed through google play store

If you used an Android device and paid through Google Play, cancellation is handled by Google, not by Healthy Back Institute. Here is how:

1. Open the Google Play Store app on your Android device
   • If you do not have the app, download it from Google Play
2. Tap your profile icon (top right corner) and select "Manage my subscriptions"
   • You will see all subscriptions linked to your Google account
3. Tap the Healthy Back Institute subscription
   • It may be listed under "LoseTheBackPain" or a similar name
4. Tap "Cancel subscription"
   • Google will confirm the cancellation date and show when your access ends
5. Take a screenshot of the cancellation confirmation
   • Google sends a confirmation email, but screenshot is your backup proof

Google Play cancellations are finalised within 24 hours, and you will not be charged on your next billing date.

If the account portal is offline or you cannot access it

Since Healthy Back Institute shut down in September 2023, the member portal may be completely inaccessible. If you cannot log in or reach the website, you must contact the company directly or dispute the charge with your bank. Tocancel recommends this approach:

1. Gather evidence of your subscription
   • Screenshot your bank or card statement showing the recurring charge from "Healthy Back Institute," "SW Management Group," "LoseTheBackPain," or similar merchant name
   • Save any emails from the company confirming your subscription
   • Write down the exact amount charged and the billing dates
2. Contact Healthy Back Institute in writing at their US headquarters:
   • SW Management Group, LLC dba Healthy Back Institute
   • 2407 South Congress Avenue, Suite E #100
   • Austin, TX 78704, United States
   • State clearly: "I am a Malaysian consumer requesting cancellation of my subscription and a refund of all charges made after 20 September 2023 (the date the company ceased operations). Please confirm cancellation within 14 days or I will escalate to my bank."
3. If you do not receive a response within 14 days, file a chargeback with your bank (see Refunds section below)

Do not assume silence means approval; contact your bank immediately if the company does not respond within two weeks.

How to get a refund after you cancel

Cancelling stops future charges, but refunds require a separate step.

Refunds for charges made after the company closure

Because Healthy Back Institute ceased operations on 20 September 2023, any charges made after that date are legally unjustifiable. You have a strong case for a refund under Malaysia's Consumer Protection Act 1999 because the service was no longer being provided. To request a refund:

1. Contact your bank or credit card company
   • Explain that you were charged by a company that no longer operates and you cannot access the service you paid for
   • Provide your statement showing the charge date, amount, and merchant name
   • Ask the bank to initiate a chargeback or dispute
2. Your bank will investigate within 30 to 60 days
   • The bank will contact Healthy Back Institute to verify the charge
   • If the company does not respond or cannot justify the charge, your bank will refund you
3. If the bank denies your dispute, escalate to the Ministry of Domestic Trade and Cost of Living (MDTCCL)
   • File a complaint at www.kpdnkk.gov.my or by post to Kementerian Perdagangan Dalam Negeri dan Kos Sara Hidup Malaysia
   • Provide copies of all evidence (bank statements, emails, screenshots of the closed website)

Tocancel has helped thousands of Malaysian consumers recover refunds by following this exact process, even when merchants do not respond.

Refunds for charges made before the company closure

If you were charged before 20 September 2023 but you never received the service you paid for, you may still have a refund case. The Consumer Protection Act 1999 allows refunds within a reasonable period if the service was not fit for purpose or if you were misled about what you would receive.

Contact your bank and explain that you paid for a service that either did not work as promised or that you could not use properly. Provide proof (screenshots of error messages, account access problems, or emails from the company acknowledging service issues). Your bank will evaluate your claim based on the evidence.

Timeline for refunds

Bank chargebacks typically take 30 to 60 days to resolve. If you filed a complaint with MDTCCL, allow 60 to 90 days for a response. During this time, document all communication and keep copies of every email and letter you send. Patience is essential, but your case will move forward if you have provided clear evidence.

Pricing and what you were paying for

Understanding your billing history helps you verify whether you were overcharged or locked into a plan you did not authorise.

Note that the annual plan (RM236 per year) costs significantly less than the six-month plan (RM378 for six months). This unusual pricing structure means you should check your bank statement to confirm which plan you actually subscribed to, because the billed amount may not match what you expected.

If your bank statement shows charges that do not align with any of these prices, you may have been charged multiple times or enrolled in a plan without your consent. Tocancel advises you to flag this discrepancy when you contact your bank or file a complaint with MDTCCL.

Common mistakes when cancelling Healthy Back Institute

Many consumers believe they have cancelled when they have not, leading to unexpected charges weeks or months later. Here are the mistakes to avoid.

Not taking screenshots of your cancellation confirmation

This is the single most important oversight. If you cancel but do not capture proof, the company can later claim you never requested cancellation. Always screenshot the page showing "Subscription cancelled" or "Your membership ends on [date]." Save the file with today's date in the filename so you can find it easily later.

Assuming the account portal is still working

Since Healthy Back Institute shut down in September 2023, the myaccount.losethebackpain.com portal may be completely offline or may not process cancellations properly. If you cannot log in or if the page shows an error, do not assume your cancellation went through. Instead, immediately contact your bank or file a chargeback to stop future charges.

Not checking for email confirmation

After you cancel, wait 24 hours for a confirmation email from Healthy Back Institute or losethebackpain.com. If you do not receive one, the cancellation may not have been processed. Contact your bank the next day to dispute the charge.

Deleting old bank statements or emails

Your bank statement and old emails from Healthy Back Institute are your proof of the subscription. Keep these for at least six months after you cancel. If you need to file a chargeback or complaint, you will need to show the charge dates and amounts.

Cancelling only on the app without cancelling the subscription itself

Deleting the Healthy Back Institute app does not cancel your subscription. You must follow the specific cancellation steps for your platform (Apple, Google, or web). Deleting the app just removes the software from your device; the recurring charge continues in the background.

The reality: most consumers who report continuing charges after cancellation skipped one of these steps. Tocancel recommends using this guide as a checklist and working through each step methodically.

What to do after you cancel Healthy Back Institute

Cancellation is not the end of the process; you need to monitor your account and take follow-up action to ensure the charges truly stop.

Monitor your bank statement for 60 days

Even after you cancel, check your bank or credit card statement for the next 60 days. Look for any charge from "Healthy Back Institute," "SW Management Group," "LoseTheBackPain," or any similar merchant name. If you see a charge, it means your cancellation did not process or the company continued billing you unlawfully. Contact your bank immediately and request a chargeback for that specific charge.

Report to MDTCCL if charges continue

If Healthy Back Institute continues charging you after you have cancelled and requested a refund, file a formal complaint with Malaysia's Ministry of Domestic Trade and Cost of Living. Include:

• Your full name and contact details
• Screenshots of your bank statements showing all charges
• Proof of your cancellation (screenshot from the account portal, Apple/Google confirmation, or email to the company)
• A statement that you have requested a refund and the company has not responded
• The company's contact details (Austin, Texas address above)

MDTCCL can force the company to refund you and can impose penalties on Healthy Back Institute if it continues breaching consumer protection laws.

Keep all evidence for at least one year

Save every email, bank statement, screenshot, and communication about your subscription. If a dispute or refund claim takes several months to resolve, you may need to refer back to old evidence. Store these files in a separate folder on your computer or in cloud storage with a clear date label.

Alternatives to Healthy Back Institute for back pain support

If you were using Healthy Back Institute for back pain management or wellness content, you may want a replacement service. Here are two verified alternatives currently available to Malaysian users:

Before subscribing to any new service, check the cancellation terms and make sure you can cancel easily within 14 days without penalty. Tocancel recommends testing the service for one week before committing to a longer plan.

Checklist for cancelling Healthy Back Institute

Use this checklist to track your progress and ensure you have taken every necessary step:

• Take a screenshot of your current subscription status and billing date
• Gather all bank statements showing charges from Healthy Back Institute
• Save all emails from the company or the app store confirming your subscription
• Attempt to log in to myaccount.losethebackpain.com (or cancel via Apple/Google if applicable)
• Complete the cancellation steps for your platform and take a screenshot of the confirmation page
• Wait 24 hours and check your email for a cancellation confirmation
• Note the cancellation date and any reference number provided
• Monitor your bank statement for the next 60 days for any unexpected charges
• If charges continue, contact your bank within 30 days and request a chargeback
• If your bank does not help, file a complaint with MDTCCL with all evidence attached
• Keep all documentation (screenshots, emails, statements) for one year

This checklist gives you a clear roadmap and protects you by creating a documented trail of your actions.

Contacting Healthy Back Institute and escalation options

If you need to contact the company directly, use the address below. However, be aware that because the company ceased operations in September 2023, you may not receive a response. Your bank and MDTCCL are your more reliable escalation channels.

Company contact address

SW Management Group, LLC dba Healthy Back Institute
2407 South Congress Avenue, Suite E #100
Austin, TX 78704
United States

Send your cancellation and refund request by registered mail or email to this address. Keep a copy of any letter you send and track the delivery confirmation. Include your account number (if you have one), the dates of all charges, and a clear statement that you are requesting immediate cancellation and a refund of charges made after the service closure on 20 September 2023.

If the company does not respond

If you do not receive a response within 14 days, do not wait. Contact your bank immediately and request a chargeback. Provide your bank with the company address and proof that the company is no longer operating.

Escalation to malaysia's consumer protection authority

If your bank dispute is denied or takes longer than you expect, file a formal complaint with the Ministry of Domestic Trade and Cost of Living (MDTCCL). This is the official enforcement body for consumer rights in Malaysia and has the power to force refunds and penalise businesses that breach the Consumer Protection Act 1999.

Contact MDTCCL at:

• Website: www.kpdnkk.gov.my
• Online complaint form: Submit through the official portal
• Physical address: Kementerian Perdagangan Dalam Negeri dan Kos Sara Hidup Malaysia, Block 4, Plaza Sentosa, 45200 Kuala Lumpur

Include all evidence of your subscription, cancellation attempts, and charges. MDTCCL will investigate at no cost to you and can compel the company to refund your money.

Your summary: cancel with confidence

Healthy Back Institute closed its doors in September 2023, but your responsibility as a consumer in Malaysia did not end there. You have clear rights under the Consumer Protection Act 1999 to cancel any subscription, to stop recurring charges, and to demand a refund if the service is no longer available.

The steps are straightforward: cancel through your account, Apple, or Google; monitor your bank statement; and escalate to your bank or MDTCCL if charges continue. You are not powerless, and the company cannot legally continue billing you after you have requested cancellation.

Tocancel has helped thousands of Malaysian consumers recover refunds and regain control of unwanted charges. By following this guide step by step, you can cancel Healthy Back Institute confidently and ensure your money is protected. If you encounter resistance or if the company ignores your request, your bank and MDTCCL are your allies. Use them.

Start today: take a screenshot of your current subscription, gather your bank statements, and follow the cancellation steps for your platform. Your financial security depends on action, not on waiting for the company to respond. Tocancel is here to empower you with the knowledge and tools you need to take control.